Customer Experience Manager 1428962

Cisco - Ann Arbor, MI

Full-time - Mid Level

Ann Arbor, MI

Computer and Electronic Product Manufacturing

About the position

The Customer Experience Manager plays a crucial role in ensuring the successful adoption and utilization of Cisco technologies and services within customer organizations. This position involves taking end-to-end ownership of customer relationships, understanding their business and technical objectives, and developing strategies to deliver customer-aligned outcomes. The role requires collaboration with various stakeholders, including executives and technical partners, to drive value realization and business growth.

Responsibilities

• Drive the successful adoption and utilization of Cisco technologies and services within customer organizations.
• Act as the primary CX point-of-contact for customers, taking end-to-end ownership of their experience.
• Understand customer business and technical objectives and develop strategies to enable them.
• Engage with executives and technical partners to ensure delivery of customer-aligned outcomes.
• Partner with Customer Technical and Operational Leaders to orchestrate CX resources across various teams.
• Collaborate with Sales, Renewals, and other teams to assist in driving ARR and services growth.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive expected outcomes.
• Build and implement Technical Adoption Plans that align with customer goals.
• Advocate for the customer within Cisco, ensuring their needs are met for a high-quality experience.

Requirements

• 8 years of related experience in customer success and technology adoption.
• Knowledge of at least one technology architecture.
• Experience driving successful customer adoption and delivery of projects.
• Experience developing and maintaining strong senior-level relationships.
• Experience leading cross-functional teams in a matrix organization.
• Experience with budgeting and knowledge of recurring revenue concepts.

Nice-to-haves

• Proactively manage and mitigate renewal risk throughout the customer journey.
• Develop and maintain strong executive and technical influence with customers.
• Accountable for financials including services revenue and margin.
• Build E2E Customer plans aligning Delivery, Partner, Architecture, and Customer Success strategies.

Benefits

• Competitive salary range of $135,300 - $182,400.
• Opportunities for professional development and growth.
• Inclusive company culture that values diversity and individuality.